Associate, Customer Care – English

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Serve as a point of contact and offer guidance on products and services to customers.

• Effectively and accurately address emerging customer issues.

• Manage a high volume of incoming customer inquiries through phone, email, live chat, and other communication channels.

• Identify and evaluate customer needs to ensure satisfaction.

• Foster sustainable relationships through open and engaging communication.

• Deliver accurate, valid, and comprehensive information utilizing appropriate methods and tools.

• Address complaints and provide solutions and alternatives within designated timeframes.

• Follow up to guarantee resolution of issues.

• Maintain records of customer interactions in the necessary systems.

• Adhere to communication procedures, guidelines, and policies.

• Proactively engage with customers.

• Identify potential sales leads.

• Support sales objectives and uphold exceptional service standards to ensure high customer satisfaction.

⛳️ Requirements

• Outstanding verbal and written communication abilities.

• Strong interpersonal, relationship-building, and customer service skills.

• Excellent organizational skills with a keen attention to detail.

• Effective time management skills with a demonstrated capability to meet deadlines.

• Proficient computer and data entry skills.

• Familiarity with Microsoft Office is preferred.

• Capability to multitask in a dynamic environment.

• Proper phone and email etiquette.

• Ability to work independently as well as collaboratively within a team.

• Adaptability to changing needs of the company and department.

• A cooperative, professional, and positive demeanor.

• Capacity to operate in a fast-paced and occasionally stressful environment.

• Preferred college degree or equivalent work experience.

• Familiarity with CRM and Zendesk systems and practices.

• Experience with Microsoft Dynamics is preferred.

• Ability to sit for extended periods while working at a desk and on a computer.

• Availability for shifts Monday–Thursday from 8:30 AM to 5:00 PM or 11:30 AM to 8:00 PM EST, Friday from 9:30 AM to 6:00 PM EST, and approximately one Saturday shift per month.

🏝️ Benefits

• Comprehensive benefits package including health, dental, vision, life, and disability insurance.

• Paid time off.

• 401(k) retirement plan with employer matching.